Hayley Pfeifer Email & Phone Number

Auckland, New Zealand

Auckland, New Zealand

Auckland, New Zealand

I lead the analysis of customer and transactional data to enable customer led insights and modelling in Suncorp New Zealand.Highlights:- Designed and implemented the Suncorp NZ customer segmentation model, used both internally and externally with corporate partners and brokers - Developed Suncorp NZ’s customer metrics to guide strategic decision-making and drive Suncorp NZ performance - Automated monthly customer dashboard data capture and delivery using SQL and Tableau- Led and performed exploratory data analysis using SQL, R and Tableau to identify and explain trends and variances in customer behavior- Owned flight plan and use case development of Suncorp NZ’s customer household modelling- Voice of Customer analysis including NPS prediction and verbatim analysis- Coaching of junior team membersTechnical tools used include IBM Netezza SQL, IBM Cognos, R and Tableau.

Melbourne, Australia

- Produced meaningful insights out of client data to drive the direction and work prioritisation of agile development teams- Developed business-consumable data extracts and visualisations to show the impact of proposed and implemented changes to client systems- Presented insights and recommendations to various client teams, ranging from engineering and development resources to business stakeholders- Developed Qlikview dashboards to be used by client analysts in order to explore new datasets- Initial resource in Dirawong's Analytics capability- Lead, trained and mentored junior analytics team members

Melbourne, Australia

- Senior Data Analyst for Customer Insights & Analytics - IT Retail with a focus on contact centre IVR data- Led call volume reduction benefits analysis as part of a group dedicated to the optimization of Telstra's IVR, working alongside the engineering team in an agile environment- Developed and implemented Qlikview models for use by the Customer Insights and Analytics team as well as business users to identify and extract insights about potential areas of improvement to Telstra’s IVR- Analysed A/B test results of potential IVR changes to aid decision making- Conducted deep dive analysis to uncover root cause pain points in the IVR that had an effect on transfer rates, call volumes and overall customer experience- Presented high quality data visualizations to a range of audiences, including business and director level stakeholders- Acted as a point of contact or escalation for call tracing, general IVR data questions and speech analytics queries- Investigated issues brought forward by business stakeholders in order to provide recommendations of potential areas of improvement within the IVR

Melbourne, Australia

- Business Analyst and Functional SME for the Contact Centre Coaching and Performance Analytics platform (NICE Performance Management)- Lead business analysis initiatives as part of ongoing improvement activity, including the introduction of formalised Business Analysis processes and documentation- Introduced improved Requirements Verification methods in order to reduce impact of changing requirements and aid accountability of both internal and vendor project teams.- Identified opportunities to leverage the capabilities adoption, improvements and growth of the Performance Analytics platform- Provided factual and data driven analysis to support informed and insightful business decision, derive benefits and establish the root cause drivers of customer experience impacts or productivity impacts- Worked in collaboration with the broader IT Global Contact Centre teams to measure and demonstrate the effectiveness of recommended solutions

Melbourne, Australia

Functional and Technical Designer (Oracle CC&B) in Utilities industry- Primary or lead designer on complex, high-profile projects including optimisation of Life Support processes, redesign of Concessions functionality, implementation of remote re-energisation and de-energisation capabilities- Act as client-facing software package SME - Intermediary contact between client and development teams in order to translate technical aspects of the system- Run enhancement and defect walkthroughs and workshops with the client- Provide solution build point details and estimates for system enhancements- Triage system defects- Regularly use SQL and SQL Developer- Produce high quality technical design documentation including detailed pseudocode to be implemented by offshore Java developersApplication Tester in Utilities industry- Writing and executing test cases- Installation of test packages- Producing defect reports and analysis- Developing requirements documentation for packages to be testedBusiness Analyst in Telecommunications industry- Created user guides for both everyday use and administrator use of Rational Team Concert - Created process guide of work package estimation and the involved use of Rational Team Concert- Wrote storyboard elaborations for feature pack documents- Tracked RICEWF and work effort estimates across various delivery streams- Reviewed Project Change Requests to confirm changes to requirements at platform and component levels- Wrote test verification criteria for requirements

Auckland

Enterprise Architect in Satellite Television industry- Component Business Modelling for the identification of process involvement with each component of the organisation- Developed a view of the Digital Supply Chain using process diagrams- Business Scenario documentationSolution Architect in Government- Eliciting client requirements to create process maps of current business scenarios- Using process flows to identify relevant system use cases- Use case modelling

Master Of Information Technology (Mit), Health Technology, H1

Thesis: “Wearable interventions for hand rehabilitation after stroke: systematic review” (H1)

Bachelor Of Commerce (Bcom), Information Systems (Analysis & Design)

Bachelor Of Arts (Ba), Employment Relations & Organisational Studies, Spanish